Head of Digital Strategy & CX

HAYS + Seguir empresa
Barcelona - España 29/11/2022

Descripción de la oferta de empleo

As a Head of Digital Strategy & CX you will lead a multi-disciplinary team including Product Designers, Researchers and Service Designers.

Your main goal will be to ensure the area delivers to client initiatives and experiences that fit the user´s needs, the business needs and are desirable, viable, feasible utilizing best practice customer experience and design thinking methodologies.

We are looking for someone that has a great vision and helps our client to define their strategy not just in terms of customer experience but also in terms of new business opportunities.

Responsabilities:

- To lead the team at a strategic level.
- To lead experience design initiatives through robust cross-functional collaboration, both within defined projects and across the broader enterprise.
- To utilize research, analytics and insight to develop a deep understanding of customer needs across journeys, aligned to business strategy.
- To lead the development of Customer Journey maps and future state blueprint design maps, prototypes and user flows.
- As an inspirational leader you will lead key strategical projects that will help communicate and inspire the agency team and the automation client about the desired future experience for the brands and the mobility industry current and intended future state experiences across both physical and digital touchpoints for customers
- Demonstrate ongoing commitment to continuous improvement of processes and adaptive problem solving to optimize performance
- To work closely with client Customer Experience Lead to help create market leading, future focused, customer centric products and services.
- Lead and maintain CX design excellence through use and habilitation of resources and tools, communicating the benefits of human-centered design to the business.

Requirements:

- At least 6 years expert level customer experience and service design lead.
- Demonstrated ability to deliver successful change into a business that drives customer advocacy outcomes
- Demonstrated strong stakeholder management skills and exceptional presentation and workshop facilitation skills
- Strong strategic thinking capability
- Experience working within agile environments
- Service design industry experience
- Understanding of Figma design systems is a plus
- Advanced and fluent in english


What you need to do now
If you´re interested in this role, click ´apply now´ to forward an up-to-date copy of your CV, or call us now.
If this job isn´t quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.

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